Cancellations, refunds & returns

01Cancelling an order

• Before we start packing (your order shows Placed or Confirmed): open the app or website → Orders → your order → Cancel order. If you paid by card, the full amount goes back to your card automatically — you don't need to ask.
• Once packing has started (Preparing or later): the Cancel button disappears, because staff are already picking your items. Call or WhatsApp us and we'll do our best — our team decides case by case. If we agree to cancel, card payments are refunded the same way.
• If we have to cancel — the item ran out, we can't reach your address, or a price was shown in error — we'll tell you and refund everything you paid, including the delivery fee.

02Items we couldn't supply

Sometimes a shelf is empty by the time we pick your order. When that happens we remove the item, or swap in a similar one — and if the swap costs less, you pay less.

• Paid by card: when your order leaves the store (or when you collect it), we automatically refund the difference between what you paid and the final bill, and send you a notification with the amount. For example: you paid Rs 4,250.00, we couldn't supply a Rs 350.00 item, so Rs 350.00 goes back to your card.
• Cash on delivery: you simply pay the lower final amount at the door.

03How refunds are paid

• You can see how every refund is going on the order itself, in the app or website (Orders → your order).
• If a card refund doesn't go through first time, our team finishes it by hand. The app will say "Our team is processing your refund" — you don't need to do anything.
• Card refunds always go back to the card you paid with — not in cash or to another card or account.

04Returns after delivery

Something damaged, leaking, missing, wrong, expired or not fresh? We'll put it right.

1. Tell us within 24 hours of delivery. In the app or website: Orders → your order → Report a problem. Pick the items, how many, what went wrong, and add a note.
2. Fresh, chilled and frozen items (meat, fish, dairy, vegetables, fruit, bakery, ice cream) should be reported within 4 hours of delivery, so we can tell what happened.
3. We may ask for a photo, and we may collect the item from you. Please keep it until we've replied.
4. We review every request within 1 working day. If we approve it, we refund the value of the items: back to your card if you paid by card, or in cash or by bank transfer if you paid cash on delivery. If we can't approve it, we'll tell you why.

After 24 hours the Report a problem button closes. If something still isn't right, contact us anyway — we'll listen.

05What we can't take back

• Opened personal-care and hygiene items (cosmetics, toiletries, razors, nappies and similar), unless they arrived faulty.
• Items damaged after delivery, or perishables not stored as the pack says.
• Gift cards and e-gift vouchers.

None of this affects your rights under Sri Lankan consumer law.

06Delivery fee

We refund the delivery fee when:

• you cancel the whole order before it leaves the store, or
• we cancel it, or
• the problem was our fault — for example, wrong or damaged items.

The delivery fee isn't refunded when only part of an order is returned for a reason that wasn't our fault.

07Contact us